The opportunity

Seeking a seasoned customer service professional with over 5 years of hands-on experience adeptly managing escalations or complaints across diverse service channels including calls, emails, and chats, ideally within an insurance setting. Proficiency in navigating complaints originating from regulatory bodies such as the Insurance Commission (IC), the Bangko Sentral ng Pilipinas (BSP), and various social media platforms is highly desirable.

Candidates with prior team leadership experience are preferred. This role will collaborate closely with the complaint lead to cultivate a cohesive and high-performing team, guiding team members to align their behaviors with organizational objectives. This collaborative effort will also involve contributing to the development and implementation of standards and processes, fostering a culture of continuous improvement and excellence.

Responsibilities

• Records, evaluates, and resolves all types of complaints from customers and distributors.
• Represent the company in any mediation (face-to-face and/or virtual) required for complaints escalated to regulators, such as IC.
• Collaborate effectively with partners and stakeholders to ensure quality and timely servicing of customers and agents’ concerns about our products and services.
• Develop, improve, or augment the existing complaints manual to cover issues related to the company’s products and services to ensure a robust process across various stakeholder groups.
• Conduct regular RCA and deep-dive sessions about complaint drivers and root causes. Work with relevant teams on the development and implementation of action plans to improve the end-to-end process and mitigate complaints.
• Present complaint analysis to senior management and discuss recommendations and action plans addressing complaint drivers.
• Collects complaint case and process metrics to capture and generate trend reports. Coordinates with other departments to provide complaint data reports as needed.
• Works with the complaints team lead and customer care head on needed process improvements in servicing customers and distributors.
• Ensures complaints SLAs, Quality, Productivity, NPS and other KPIs are met.
• Make prudent recommendations and/or decisions, where necessary, on any customer service cases, especially in gray areas not specifically defined by company rules or product manuals.
• Work with the Complaints Lead in overseeing and assessing complaints team members’s activities and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of the service recovery team.
• Training staff in areas of customer service and company policies.

How will you create impact?

The role reports directly to the Complaints Lead, under Customer Care Department.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Graduate of any at least four (4) year business course from a reputable university.
• Multinational experience essential, experience in the financial industry is preferred.
• More than 5 years of customer service, insurance or financial services, complaints management or contact center experience, or equivalent demonstrated through one or a combination of the following: work experience, training and education.
• 1-2+ years of leadership experience
• Excellent organizational and motivational skills
• Complaint handling and customer service skills.
• Excellent verbal and written communication skills,
• Ability to adhere to process and based on results propose continuous improvements.
• Highly numerate focused and comfortable working in a fast paced, target driven environment.
• Data driven and analytical, with an ability to review/analyze performance metrics.
• Effective collaborator and team player
• Process development and optimization
• Risk management
• Customer-centric
• Quick thinker and can work independently under pressure.
• Experience using any CRM platforms (i.e., Salesforce)
• Experience with calling software such as GeneSys or Amazon Connect

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid